Customer Journey Manager

London, Birmingham or Bristol

3 days in the office/ 2 wherever

About EE

We're EE. We are the biggest mobile and broadband operator in the UK and we have a relationship in every second household in the country. But we're for everyone, on any network - serving up new tech, new services, and heaps of inspiration for every aspect of your connected life.

We've been awarded the UK's best network for the last 10 years. It's central to our vision - to be the most personal customer-focused technology company in the UK.

That means earning a place on customers' home screens by offering them more than ever before, whether that's helping their home run smarter with EE Home, levelling up their play with EE Game, helping them work on their terms with EE Work, or even unleashing their kids' learning with EE Learn.

We're also part of BT Group, which we're even bigger than you might think. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We think we've got something special here. We want everyone to feel proud about working at EE - and feel excited about where we're going and what we're going to do. Want to join in?

Why this job matters

The Customer Journeys & Experience Manager plays a central role as part of the Consumer Marketing Team and across the wider Consumer Business in setting direction and driving results.

We have started a journey to make EE the flagship brand for our Consumer business by bringing the biggest broadband provider in the UK and the biggest mobile provider in the UK together to create New EE. Our ambitions for New EE are significantly higher than creating the biggest connectivity provider in the country. We want to redefine the role of EE to become the most personal and customer focused brand in the UK, and help our customers get the most out of technology. We want to do more for our customers and drive significant growth in new categories such as consumer electronics, gaming, security, insurance, and financial services.

The mindset and focus of the collaboration must always be to optimise the total experience for customers and households across all products - and deliver on the total Consumer P&L which is led by the Director of Convergence and GTM.

The Customer Journeys & Experience Manager is responsible for defining, measuring and improving our most important customer journeys & experiences, embedding within product and proposition functions as the subject matter expert, accountable for delivering measurable improvements to our customer journeys and experience.

The Customer Journeys & Experience team is responsible for developing and implementing the strategy, methodologies, and tools to deliver world class product and journey experiences and supporting the product teams to turn them into attractive and profitable outcomes.

As part of the vision to do more for our customers and deliver more personal and household focused propositions, the Lead and their team will collaborate very closely with other teams to deliver seamlessly on our vision for EE. It will be a key part of the role of the team to work very closely with the other Consumer product teams to drive higher share of households with both mobile and broadband from EE, and to work closely with the New Verticals Team to ensure growth in adjacent services.

What you'll be doing

• Support the development of the vision and strategy for the Customer Journey & Experience team
• Support the development, implementation and management of a customer journey and experience methodology, apply that methodology to the focus area assigned
• Work closely with the team/area assigned and with the relevant colleagues across Consumer, Networks, CIO, and Digital teams to align on a unified approach, targets and improvement plan for key customer journeys and experiences
• Continuously develop the methodology and its application within the assigned area/team apply best practice to develop best-in-class journeys and experiences that our customers value
• Support the development and implementation of the appropriate measurements and targets for the key journeys and experiences, allowing identified improvements to be empirically prioritized and changes/improvements quantified
• Champion and challenge the assigned area/team and Marketing as a whole to not accept sub-standard experiences, to prioritize the reduction in customer physical and cognitive effort, to simplify, to make intuitive and ultimately surprise and delight the customer through the experiences and interactions they have with our products and services
• Responsible for ensuring that each assigned area/team has a prioritized roadmap of journey improvements and champion their prioritization on the relevant roadmaps
• Support the major programmes and changes within the assigned area/team to ensure best practice is applied to the journey and experience design and implementation
• Champion and advocate the importance of great experiences to our strategy, supporting the development of an overarching benefits case predicated on a linkage between NPS/CSI and strategic commercial outcomes for your assigned area/team
• Responsible for defining the appropriate OKRs and KPIs for journeys in the assigned area/team, and for improving upon those targets and objectives through the successful implementation of journey and experience improvements

The skills and experience you will have under your belt

• Strong problem solving and critical thinking skills
• Good planning and analytical skills
• Ability to communicate with impact
• Customer experience, journey design, mapping and improvement experience
• Result-driven and a proven track record delivering customer and commercial outcomes
• Strong stakeholder management skills
• Experience from the telecoms industry or relevant journey design and improvement experience

What's in it for you? What are the benefits?

At BT, we entertain, educate and empower millions of people every single day. We're a brand built on connecting people - whether that's friends, family, businesses or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but - more than that - you'll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary
• 25 days annual leave (plus bank holidays)
• 10% on target performance bonus
• Life Assurance
• Pension scheme if you pay in 5% BT will pay in an additional 10%
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• 50% discount for friends and family on EE SIM only plans
• World class training and development opportunities
• Volunteering days so you can give back to your local community

BT is an equal opportunities employer. We're working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be - so, if you're selected for an interview, please let us know if there's any adjustments we can make that would be helpful for you.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.'

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.]]>